Charged thousands for undelivered product, couple says

Company previously investigated by state

ORLANDO, Fla. – An Orlando couple is accusing a company of charging them thousands of dollars for a bed and mattresses, but never delivering the products.

"I've never dealt with anything like this," Stephen James told News 6 investigator Louis Bolden.

[WEB EXTRA: Company's agreement with state]

Joyce and Stephen James said they decided they would get a new bed for their 45th wedding anniversary.

"Our anniversary was in November and I told my wife I said, 'What do you want for your anniversary?' and she said, 'A new bed,' and that's how it started," Stephen James said.

Stephen has back problems and uses an electric lift chair in his living room.

When his doctor advised him an orthopedic mattress was medically necessary, he and his wife decided to get one along with an adjustable bed.
          
They went to Mattress1One on Alafaya Trail.

"I'm sorry I went to that store," Joyce said.

The couple said they picked out their bed and mattresses and financed nearly $3,000 on a credit account they opened in the store.
          
They said the salesman promised to call them the following Monday to tell them when it would be delivered, but according to Joyce, it never happened.

"When he didn't call by Thursday, that's when I decided to call back," she said.

After days of leaving messages and not hearing back, when they finally got someone on the phone, the couple was so frustrated, they said they tried to cancel the order.
          
They said they were told if they did cancel, the cancellation fee would be 20 percent of the price -- $568.

But nearly two weeks later, the entire amount of $2,841 was charged to their card, according to Joyce.

"I have no electric bed. I have no mattress. I have nothing, but they have my money," she said.

News 6 called the company for a response on the James' case and was transferred to a voicemail, where Bolden left a detailed message about the James' charges.

Very soon afterward, the charges were removed from the couple's account. Mattress1One later told News 6 it was already in the process of refunding the couple during that time. The company said the reason for the delivery delay was because the purchase was a special order.

"We weren't getting anywhere whatsoever, and after we got in touch with you, things started to move." Stephen said.

"It was just remarkable how fast it turned around after that," he said.

News 6 found out Mattress1One has been accused of wrongdoing in the past.

Last October, Florida's attorney general investigated the company after numerous complaints and required it to refund customers more than $300,000.

Court records show the company's president signed an assurance of voluntary compliance as part of the settlement with the state.

The company agreed not to charge cancellation fees for orders canceled prior to delivery, and to provide refunds within five days, records show.

That agreement also allows the state to inspect the company's records for a period of two years to ensure compliance.

Mattress1One emailed News 6 the following statement:

“As a company dedicated to providing great value and customer satisfaction, Mattress1One is pleased to have voluntarily settled all complaints filed with the Florida Attorney General. Notably, the settlement was without an admission of a violation of any law. The company has a long history of working diligently to be responsive to its customers. Our mission continues to be to provide all customers quality service and products. We are committed to doing whatever it takes to maintain their trust.”


About the Authors:

Emmy Award-winning reporter Louis Bolden joined the News 6 team in September of 2001 and hasn't gotten a moment's rest since. Louis has been a General Assignment Reporter for News 6 and Weekend Morning Anchor. He joined the Special Projects/Investigative Unit in 2014.

Tara Evans is an executive producer and has been with News 6 since January 2013. She currently spearheads News 6 at Nine and specializes in stories with messages of inspiration, hope and that make a difference for people -- with a few hard-hitting investigations thrown in from time to time.

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